Account Manager - Service Operations

Health Advocate - Plymouth Meeting, PA

Posted 767 days ago
  • Experience
  • Job function
    Customer Service
  • Employment type
  • Industry
    Health, Wellness and Fitness
  • Job ID

This is a preview of the Account Manager - Service Operations job at Health Advocate. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description

At Health Advocate, we are committed to providing our customers with expertise and services that improve the health, well-being and productivity of their employees.  We are looking for the right person to: audit telephone calls and cases to ensure member service is delivered at optimal levels. Responsibilities include interfacing with the sales and operations personnel to obtain appropriate content and to work with the systems personnel on customer programming and/or reporting needs. Successful candidates must have a demonstrated ability to communicate technical concepts strategies and planning terminology understood by business and IT professionals and direct contact experience with corporate clients in a service or project management capacity.
This position reports to the Director of Client Services.

Job Responsibilities:


  • Serve as the primary contact for the sales team and customers to install Key clients in a timely manner
  • Produce and distribute installation calendar to ensure timely delivery of installation services
  • Serve as a contact for new Key clients with questions about installation needs. This includes passwords and access to secure FTP site, file format requirements and loading of eligibility data
  • Accountable for the timely and high quality production of the customer requirements. Performs critical information gathering and interpretation to ensure client specifications regarding products, structure, billing, and eligibility
  • Accountable for tracking the resolution of client issues, following up with other Health Advocate areas to ensure timely resolution
  • Provide support to assigned accounts by responding to inquiries or resolving issues of concern
  • Serve as liaison between the operational units and the sales team to ensure a smooth and complete installation of a client’s account
  • Obtain client specific contractual information and develop it as an accessible reference for operational staff. This includes evaluating current system capabilities and determining best method of data/content storage
  • Enter client data into various core system applications to ensure data integrity and availability to operations staff
  • Documents, tests, implements and provides on-going support for the client’s data and supporting applications
  • Serve as the technical support contact for the reporting database and other systems used by the business enterprise

Desired Skills and Experience


  • Strong written and verbal communication skills required
  • Knowledge and understanding of Employer Benefits
  • Extensive Excel and Access proficiency required
  • Ability to work in a fast paced environment.
  • Strong analytical ability
  • Ability to communicate effectively with matrix partners
  • Organizational skills
  • Work independently, good follow up, knowledge of insurance products is preferred,
  • Bachelor's Degree or applicable work experience.
  • Direct contact with corporate clients regarding all aspects of service delivery.
  • Excellent interpersonal skills - with an emphasis on ability to communicate both verbally and in writing.
  • Ability to work in a team based environment required.
  • Ability to work directly with business partners, clients and vendors required.


Pay Benefits Work Schedule

Health Advocate offers a competitive benefits package including health and wellness benefits, 401k plan, and work/life balance programs, as well as opportunities for career growth and development.


EEO Statement

Health Advocate is an equal opportunity employer,

About this company

Health Advocate

Health Advocate™, Inc., the nation’s leading independent healthcare advocacy and assistance company, serves 25+ million Americans through more than 8,500 client relationships, including many of the nation’s largest companies, helping members personally navigate healthcare and insurance-related issues, saving time and money. Our Core Health Advocacy service is centered around our Personal Health Advocates, who assist members with a range of clinical, administrative and insurance-related issues. Our spectrum of add-on, complementary employee- and employer-based solutions include our Wellness Advocate™, Benefits Gateway and Health Information Dashboard™, EAP+Work/Life™, Personalized Health Communications™ and decision support programs. The solutions are designed to lower healthcare costs, increase productivity and improve outcomes. Founded in 2001 and headquartered in suburban Philadelphia, Health Advocate has been recognized, for the fifth consecutive year, as one of America’s fastest growing private companies by Inc. 500, named one of the fastest growing companies in North America on Deloitte’s 2011 Technology Fast 500™, 2011 Enterprise Awards Life Sciences Company of the Year in the Greater Philadelphia Region, 2011 Entrepreneur of the Year in the Greater Philadelphia Region by Ernst & Young, won the 2011 Workforce Management Optimas Award for Service and the 2011 InformationWeek Innovation Award, and is rated one of the Top 20 Best Places to Work by Philadelphia magazine.

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